Root sign-in fails with correct credentials, confirmed password reset doesn't help

Question

Sole owner of a standalone AWS account, not in an Organization. Every root sign-in returns "Authentication failed. Your authentication information is incorrect." Password reset via the emailed RootUser link completes and the confirmation arrives, but the new password is rejected immediately. Tested three browsers, two devices, two networks, typed and pasted. Account is active, SES is delivering. My only IAM credential is SES-scoped, no console access.

Two support cases so far: the first closed by an automated reply repeating the troubleshooting guide, the second unanswered for three days past the 24-hour target. I'm not asking for credentials to be changed, only for a human to check root sign-in status on the account. Can an AWS team member pick this up? I can provide the case ID privately. Thank you.

Juha V · Accepted Answer

Resolved!

The root password was never the problem, the generic "Authentication failed" was coming from the MFA step, not the password. On the MFA screen I chose "Having trouble with MFA", **resynced the virtual device by entering two consecutive codes**, and sign-in succeeded immediately.

For anyone with the same symptom: if the flow asks you for an MFA code, your password is being accepted; look at the authenticator, not the reset. Thanks Sage A. for the redirect.

AWS Support - Sage · Answer

Hi,

I'm so sorry to hear you're having sign-in issues. As most account specific actions need account owners to be signed in to our Support Center, reach out to our specialty MFA team. They have the tools and resources needed to best assist you: [go.aws/contact-mfa](https://support.aws.amazon.com/#/contacts/aws-mfa-support).

If you've already reached out via this form, continue to monitor for updates. Our team will reply out once they're reviewed your case.

\- Sage A.

Root sign-in fails with correct credentials, confirmed password reset doesn't help

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